Set-up is completely supported. Esendex Support Teams are available 9 to 5, 5 days a week and we have a 24/7 critical support team available should you require it.

Support available to third parties

Yes

Onboarding and offboarding

Onboarding and offboarding

Getting started

Full account set up and user manuals provided for self-serve systems and development guidance for fully supported systems.

Service documentation

Yes

Documentation formats

HTML

PDF

End-of-contract data extraction

Not applicable as an agreed data retention policy in place on an individual basis.

End-of-contract process

From the agreed data retention policy data is automatically deleted after an agreed period. Once the contract expires this process automatically takes at no extra cost.

Using the service

Using the service

Web browser interface

Yes

Supported browsers

Internet Explorer 7

Internet Explorer 8

Internet Explorer 9

Internet Explorer 10+

Microsoft Edge

Firefox

Chrome

Safari 9+

Opera

Application to install

No

Designed for use on mobile devices

Yes

Differences between the mobile and desktop service

All web based pages have been individually designed for mobile use and desktop.

Accessibility standards

WCAG 2.0 AAA

Accessibility testing

None

API

Yes

What users can and can't do using the API

Our SMS API benefits:• Extremely easy to use, straight-forward and hassle-free integration set up • All major development environments are supported, such as PHP, Java, C# and more • Free sample code, documentation and plenty of hints and tips • Track your SMS with push notifications • Set an originator on your messages for no extra charge

API documentation

Yes

API documentation formats

HTML

API sandbox or test environment

Yes

Customisation available

No

Scaling

Scaling

Independence of resources

Esendex's messaging platform is hosted on a dedicated server within a secure data facility. Built-in redundancy for each element, including our network connections, ensures that the Company can maintain service even under extreme conditions. The platform and all associated data is continually backed-up to an alternative server infrastructure within secure facilities. The SLA is to process 90% of our messages within 5 seconds and 95% of our messages within 20 seconds.

Data importing and exporting

Each customer has access to their own secure web-based access portal to export all data.

Data export formats

CSV

Other

Other data export formats

Excel

Data import formats

CSV

Other

Other data import formats

Excel

Data-in-transit protection

Data-in-transit protection

Data protection between buyer and supplier networks

Legacy SSL and TLS (under version 1.2)

Data protection within supplier network

TLS (version 1.2 or above)

Legacy SSL and TLS (under version 1.2)

Availability and resilience

Availability and resilience

Guaranteed availability

The SLA is to process 90% of our messages within 5 seconds and 95% of our messages within 20 seconds.

Approach to resilience

Esendex has multiple data centre sites which are equipped with identical hardware and connected via a resilient link to allow data replication to take place. In the event of DR (Disaster Recovery) being invoked the Company can switch to using its backup site to maintain service.

Operational security

Operational security

Configuration and change management standard

Supplier-defined controls

Configuration and change management approach

All system changes (including all hardware and software changes) are tracked through a comprehensive change management process. This process includes a description of the change, justification for the change and a rollback plan.

Vulnerability management type

Supplier-defined controls

Vulnerability management approach

The Operations team receives regular industry updates of actual or potential vulnerabilities for all software used in the provision of the service. Patches are prioritised based on severity, assigned to relevant teams and tracked using change management system.

Protective monitoring type

Supplier-defined controls

Protective monitoring approach

Esendex continually monitors the performance of our platform with technical team available 24/7 to respond to any issues. Any actual or potential compromises are treated as incidents and managed using the incident management process.

Incident management type

Supplier-defined controls

Incident management approach

Esendex have a mature incident management system that has been trained out to all employees.A copy of the customer facing plan can be made available on request